Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  On Father's day June 18, 2023 I bought a Motortrend + gift subscription which is a video streaming service. I had to enter my information as well as the information and email for the gift subscription recipient. I got an order confirmation email, but the gift subscription recipient did not get an email. They checked their inbox, junk, and deleted emails.
  
  I then contacted the motortrend store for help and they gave vague responses saying they needed to research further and no other solution. They were not getting back to me promptly and/or not at all, so I had to email back and got the same response saying that they needed to research further.
  
  This had gotten frustrating as the money had already been taken out of my account but still had not been able to use the service. Since the store support wasn't helpful, I then contacted the email for the regular motortrend site and got a better response saying that they would send the gift subscription email to the recipient within 48 hours. Great.
  
  That was on June 23, 2023 and as of today June 28, 2023 the gift subscription recipient has still not received an email to redeem their gift subscription. Yesterday, June 27 I reached back out to the regular Motortrend email that gave me a better response than their store customer service did and have not received a response. It has been just under 24 hours.
  
  It is now June 28, 2023 (10 days since original purchase) and have not been able to use the service. Motortrend does not seem to have any sense of urgency in helping find a solution. Please help. If they can't send the email to the gift subscription recipient to redeem their gift subscription then I would like a full refund immediately.
  
  If they are able to send the email for the recipient to redeem, does the 1 year subscription start when they redeem it? Or does it start when I purchased the gift subscription? If it starts on the purchase date, there should be a refund.
  
  Thank you.

  Business Response

  Date: 07/14/2023

  Hi ****** - 

  Thank you for reaching out to us regarding your concern.  We communicated with you regarding this issue and resent out the email containing the subscription code to the email address provided for the recipient of the gift subscription. We apologize that it was not received initially.  We did confirm as well that the recipient received their gift subscription and the code included is an active/valid code to use. 
  

  We are following up directly with MotorTrend regarding the length of the subscription and the code information and will communicate with you regarding the start/end of the subscription in your original ticket submitted through our help center.  

  We appreciate your patience and apologize again for any delay in response.  Please let us know if you have any questions at all.
  

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  However, this is the worst customer service I have ever experienced, and I hope Motortrend makes serious improvements.  More specifically, having agents that put forth the effort in helping instead of scripted email responses, adding the ability to contact someone via phone so issues are resolved quicker, and having agents available in the chat instead of automated responses that are useless.  The issue was finally resolved just under a month since purchase date and could have been resolved much quicker if said suggestions were in place. 

  
  Regards,
  
  
  
  ****** *******
  
  

• Initial Complaint

  Date:01/18/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/10/23 I purchased one ***** ****** blanket from *********** TV Shop for $77.12. It was supposed to be delivered by UPS carrier, tracking # ****************** to my **** ****** ***** *** ******* ** ***** residence on 1/13/23. However, I never received this package from UPS, I have sent 4 email messages informing the *********** tv shop that I have not received my order! I was assigned case ticket numbers (*****, *****, *****, *****) but no responses have been received to date. This is unacceptable customer service.

  Business Response

  Date: 01/19/2023

  Hi *******, 

   

  We are so sorry to hear that you have not received your order.  We are showing that your order that was placed on 1/10/23 was delivered via UPS to a UPS access point at the following location:

   

  Pickup details
  *** ***** **** * **** * ******** **** * ******* ** * ***** * **

   

  This information is listed in your tracking link here:  ***********************************************

   

  We did receive your several emails, including the one where you referenced that it was UPS that stole your package and not a failure of our business to send out your product. We are happy to issue you a refund, though we recommend first reaching out to the UPS picking up point to retrieve your order as well. We apologize that you did not receive your order through UPS and appreciate your patience.

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ****

  I've ordered several items from *********** shop, and they were delivered to my address by UPS without any problems. However, this order was delivered to an address Not Authorized by me. I am a disabled American veteran and I do not want to have to travel to a UPS location. This is clearly the willful failure of UPS to properly deliver this package to me. 

  Therefore, I'm requesting an immediate $77.12 Total Refund in good faith.

  Respectfully, ******* ****

  Business Response

  Date: 01/21/2023

  Hello *******, 

   

  As a courtesy, we are going to refund this order with the understanding that the fault of the delivery is not on our company, but rather is on UPS not delivering this order to you.

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ****
  

• Initial Complaint

  Date:01/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On dec 30, 2022 I purchased, a ********, yellow stone vest from the *********** TV shop. I paid for expedited shipping. I have contacted this company many times about where my item is, they will not respond. I would like to have the item or a refund immediately. My order number is ********.

  Business Response

  Date: 01/13/2023

  Hi *** - 

   

  We reached out to you through our customer support to confirm your order and expected shipment date and offered to cancel your order if you did not want to wait for your order to complete processing prior to shipping.  We also provided the following information:

  The expedited shipping that you selected does not speed up the processing time for the vendor, but it does speed up the shipping time once the vendor has completed the processing of your order.

  Once we have a response from you, we can reach out to our vendor to cancel and refund your order, or see if they are able to expedite the processing for you as a courtesy.
  

  Customer Answer

  Date: 01/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  *** ******
  

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a preorder for 2 ***** **** **** **** figures from the startrek.com store. I have asked the retailer several times to please cancel the order and refund my money. The retailer states that are unwilling to do so. I have not received the preorder item and I would like to cancel my order and be refunded the full amount of $44.52.
  Order # is *******
  Placed on 7/6/22

  Business Response

  Date: 12/27/2022

  Good Morning!

   

  When this item was purchased, the product page specifically stated the following:

   

  Return Policy: Due to the nature of this special presale event, all sales are final. Payment will be collected at the time of your presale purchase, and returns or cancellations are not permitted. 

  In addition, we have also provided the following information and FAQ on the product page directly:

  Customers may purchase up to 3 units per order of this item.
  

  All sales are final on this exclusive figure.  No returns and no cancellations.
  Please see our special Funko exclusive FAQ for more details on this exclusive presale.

  
  The presale date for this item was listed as the following on this page:

  Product Details
  

  The expected ship date of this Funko exclusive figure is February 28, 2023.

  All of this information was provided on this page which was available before this item was even ordered:  *****************************************************************************************************************************

   

  As a one time courtesy, we have canceled and sent you a refund for this order. Please be sure you are reading all ordering information prior to placing an order to avoid future issues when placing an order for a final sale item.

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  *** ******
  

• Initial Complaint

  Date:12/14/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some merchandise from the ***** **** Shop, but it was incorrectly labeled and never delivered. I have requested a refund and the vendor has refused to issue a refund.

  Business Response

  Date: 12/27/2022

  Hi - 

  
  This customer was advised on multiple occasions that when a Chargeback is submitted to their bank, we are unable to process a refund back to their original method of payment until the chargeback is resolved, which can take up to 75 days.

   

  On 12/12/2022 we advised the customer that their order was likely lost in transit and we were happy to issue a refund or a replacement.  The customer did not respond to us.

   

  We are happy to provide a refund for the missing items! In order to do that, we need there to not be a chargeback open on the account as it locks any refunds or replacements.

   

   

  Customer Answer

  Date: 12/28/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  I only created a chargeback after the business refused to refund my order. They claimed my order had been delivered when it clearly had not. This claim was made by the business on 12/14 and led to the chargeback as they refused to confirm a refund for me. In order to close the complaint, I want confirmation that the business will refund my money after the chargeback is resolved. 
  
  
  Regards,
  
  
  
  *** *********
  
  

  Business Response

  Date: 01/13/2023

  Hi ***, 

   

  Thank you for your patience. We are showing that the Chargeback has been resolved on our end.

  Customer Answer

  Date: 01/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you so much for your help holding Snow Commerce accountable!
  
  
  
  Regards,
  
  
  
  *** *********